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The contractor who billed me for 'reviewing' emails made me rethink my fee structure
I run a small bookkeeping firm in Columbus and I had a client get hit with a $350 invoice just for email back and forth with their lawyer. The client showed me the bill and I realized I was doing the same thing, charging by the hour for tiny updates that took 2 minutes but still billed at 15 minute minimums. What tipped me off was seeing the lawyer's line items for 'internal file review' and 'status check' while I was about to send a similar invoice for a client who just asked one question. I switched to flat rate monthly plans for my regular clients and now I only charge hourly for big projects like audits or contract disputes. Has anyone else had to explain to a client why a 5 minute email costs $40? How do you handle the small stuff without looking like you're nickel and diming people?
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fionafoster11d ago
Flat rate is the only way to go for this kind of work. When I run into this on my end, I just bundle the small stuff into the monthly number and tell clients that covers all the quick questions and check ins. The second you start itemizing a two minute reply, you make the client feel stupid and they get pissed. I bill by the job or by the month now, and if something blows up into a big mess, we talk about a separate fee before I touch it. That way nobody is surprised and I don't have to defend a $40 email to a guy who just wanted a yes or no answer. People pay for results, not for you reading their inbox. It took me getting burned once by a client who called me out on the same thing to learn that.
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